Exclusive Interview | Sunaina Chinta, Front office Manager, Hilton Goa
/“There is no shortcut to success in the hospitality industry— but with the right training and qualifications, you can surely thrive in this industry.”
Editor: Tell us about your journey. How did it all start?
Hospitality was never in the plan, this was back during the recession where there were very limited job openings in the hospitality sector. I tried my hands on to apply for one of the renowned hotels and was able to crack the interview. It all started with this and this industry has always recognized me for all the hard work and for the guest experience.
Editor: What do you think it takes to succeed in this industry?
There is no shortcut to success in the hospitality industry— but with the right training and qualifications, you can surely thrive in this industry. A successful hospitality professional is goal-oriented, driven, hard-working, and eager to learn. Both hands-on practice and classroom learning is needed to pave the way for a successful hospitality career
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
There are 5 Attributes that I look forward to in people when hiring them. Ambitious, Passion towards their Goal, Honesty towards work and peers, Emotional Intelligence, Detail oriented.
Editor: What are some of the trends you see impacting the hospitality industry?
Social Media influencers – This causes real-time damage as most of the guests to play this card when they look for discounts or complimentary nights.
Tech-Savvy – The majority of the travelers are pro-tech-savvy and it sometimes becomes difficult to match up to the guest satisfaction. In this process, hotels & resorts miss personal touches for the guests. Also, this attracts reduced manpower which means more of attrition rate.
Unique Perks- Since there are so many brands to choose from it becomes super important to stand out in the market
Editor: Tech is now an enabler for great hospitality. Can you share with us some of the techs that go into creating your guest experience?
Staycations- Creating some exciting offers and marketing on the right platform.
Contactless Experience – starting from making the reservation till the guest checks out, have those minimal contact with the staff. Eg, web check-in, QR code for ordering food, digital room key, web check out, etc.
Sustainability- People are becoming increasingly sensitive to environmental and social issues.
Editor: Two things you would like to change in the industry.
Changing Guest behavior and expectations -Guests realize the power they have via social media and online reviews - and will use it when not satisfied with a service. Travelers need to understand that not everything can go right, and believe in the efforts of the staff in making it right.
Young Market – I would like people to change their perspective towards the millennium. As I see future leaders in them. A change of approach towards them will enhance their mindfulness and be more creative.
